Service Dispatcher

Castellan Real Estate Partners; California; Híbrido; MXN 715.000 - 1.089.000; Jornada completa

Descripción de la vacante

A remote service company is hiring a Service Dispatcher based in Mexico to coordinate daily field operations. This role requires 2+ years of dispatch experience, strong English and Spanish communication, and the ability to manage changing schedules. You will serve as the primary contact between customers and field teams, ensuring job readiness, managing schedules, and maintaining accurate operational records. The position offers competitive pay based on experience, with performance-related incentives.

Formación

• 2+ years of dispatch experience in relevant fields.
• Ability to manage high call/message volume under pressure.
• Experience with field service platforms preferred.
• Proficient with CRM/dispatch platforms and office tools.
• Must align with Pacific Time business hours in California.

Responsabilidades

• Build and manage schedules for service technicians.
• Coordinate communication between customers and field teams.
• Log and update job details accurately in company systems.
• Track KPIs and identify operational bottlenecks.
• Maintain job status in CRM and report KPIs.
• Provide overflow support as needed.

Conocimientos

Dispatch experience in home services

Strong English communication

Spanish fluency

Excellent multitasking under pressure

Strong computer skills

Herramientas

CRM/dispatch boards

Google Workspace

Microsoft 365

Slack/Teams

Descripción del empleo

CRP is hiring a remote Service Dispatcher based in Mexico to coordinate daily field operations for electrical work (with a focus on panel upgrades and related service calls). This role owns schedule execution—assigning crews, confirming customer readiness, coordinating materials/permits status with internal teams, and keeping jobs moving efficiently across California.

Key Responsibilities

Daily Dispatch & Scheduling

• Build and manage daily/weekly schedules for service technicians and crews across assigned territories.
• Dispatch jobs in real time, adjusting for job duration changes, cancellations, emergencies, and traffic/travel constraints.
• Confirm job readiness before dispatch (customer access, scope confirmed, required documents/permits status, materials availability).
• Coordinate same-day changes with technicians, customers, and internal teams to minimize downtime.

Customer & Field Communication

• Serve as the primary communication hub between customers and field teams.
• Call/text/email customers to confirm appointment windows, access instructions, shutoff requirements, and safety considerations.
• Provide professional updates when ETAs change and reschedule when needed while protecting productivity and customer satisfaction.
• De‑escalate basic customer concerns and route complex issues to supervisors/PMs.

Job Readiness & Documentation Handshake

• Coordinate with permitting/compliance admin teams to verify: permit status, inspection requirements, and any lender/insurance documentation needed.
• Ensure technicians have correct job details: address, contacts, scope notes, photos, equipment needs, special instructions.
• Capture and log field updates: start/stop times, job status changes, required follow‑ups, return trips, and inspection scheduling needs.

Operational Tracking & Reporting

• Maintain accurate job status in company systems (CRM/field service/project management platform).
• Track KPIs such as on‑time arrival, schedule attainment, repeat visits, cancellation rate, and daily completed jobs.
• Identify bottlenecks (materials delays, permitting holds, access issues) and escape early.

After‑Hours / Overflow Support (as needed)

• Support overflow scheduling, next‑day prep, and emergency calls based on defined coverage.

Required Qualifications

• 2+ years of dispatch experience in home services, construction trades, electrical/HVAC/plumbing, or field operations.
• Strong English communication (customers and teams in California). Spanish fluency required.
• Excellent multitasking under pressure: comfortable managing high call/message volume and frequent schedule changes.
• Strong computer skills: CRM/dispatch boards, Google Workspace/Microsoft 365, messaging tools (Slack/Teams), and spreadsheets.
• Ability to overlap with California (Pacific Time) business hours.

Preferred Qualifications

• Electrical services experience (panel upgrades a plus).
• Familiarity with job readiness dependencies (materials, permits/inspections, utility coordination).
• Experience with field service platforms (e.g., ServiceTitan, Jobber, Housecall Pro, BuildOps, or similar).
• Experience supporting multi‑crew operations across multiple cities/counties.

What Success Looks Like (KPIs)

• High schedule attainment (minimal idle time, smart routing, balanced workloads).
• Strong on‑time performance and proactive customer communication.
• Lower cancellation/reschedule rates through readiness checks and confirmations.
• Clean job notes and accurate status updates for operations visibility.

Work Arrangement

• Remote (Mexico).
• Reliable high‑speed internet, headset, and quiet work environment required.
• Schedule aligned to Pacific Time with defined shifts.

Compensation

• Competitive, based on experience; performance‑based incentives available.

Nice‑to‑Have Personal Traits

• Calm, decisive, and customer‑friendly.
• Process‑driven (uses checklists, follows SOPs, documents everything).
• Strong sense of urgency without sacrificing accuracy.